Cybersecurity Support Analyst

Cybersecurity Support Analyst

Requirements

• U.S. Citizen, resident, or officially recognized asylee – Applicant selected will be subject to government security investigation and must meet eligibility requirements for access to classified information at the level appropriate to the project requirements of the position.
• At least two years of experience providing technical support in a complex organizational setting, preferably within higher education or large-scale enterprise environments.
• Demonstrated ability to manage a dynamic ticketing workload and maintain responsiveness across a variety of support topics.
• Experience working effectively in a remote environment using tools such as Slack, Zoom, ticketing platforms, and collaborative documentation systems.
• Excellent written and verbal communication skills with a strong customer service orientation.
• Highly organized, with a demonstrated ability to retain and apply knowledge across a broad range of technical and procedural subjects.
• Ability to quickly absorb and synthesize new information and technologies to support emerging needs.
• Strong technical writing skills for both internal and end-user documentation.
• Comfortable asking questions, seeking clarity, and proactively filling knowledge gaps.
• Ability to evaluate situations and participate in risk assessments in collaboration with security professionals.
• Capable of working independently with minimal oversight in a complex, evolving environment.
• Must be able to earn SANS GSEC certification within the first 6 months of employment.
• Relevant education and experience may be substituted as appropriate.

Responsibilities

• Act as the first point of intake for the UT Information Security Office’s work queue, managing, triaging, and addressing Tier-1 and Tier-2 issues from both UT Austin and UT System constituents.
• Assign or escalate more complex matters to appropriate team members, ensuring clear documentation and continuity of communication.
• Maintain awareness of the broad spectrum of ISO activities, services, and support functions to provide informed responses and referrals.
• Proactively monitor the queue to identify emerging trends, recurring issues, and knowledge gaps; raise observations to the team for review.
• Create, update, and maintain internal documentation (e.g., triage processes, queue protocols) and team knowledge bases (e.g., UT wikis).
• Assist in the development and upkeep of public-facing end-user documentation and how-to resources that supplement ISO policies and services.
• Collaborate with colleagues to assess and communicate the risk level of various issues and incidents.
• Participate in a continuous learning culture by engaging in training, certification, and skill development opportunities.
• Other related functions as assigned.

Preferred Qualifications

• Foundational knowledge of cybersecurity principles and best practices.
• Demonstrated curiosity and comfort with navigating uncertainty or ambiguous situations.
• Familiarity with secure IT practices and a healthy sense of skepticism in evaluating technical requests or issues.
• Experience managing or contributing to documentation platforms such as internal wikis or knowledge bases.
• Prior experience in a role that required juggling multiple priorities, especially within IT support, cybersecurity, or operations contexts.